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Customer reviews
Rating
94.0 %
from 14101 reviews from verified customers
Rewiews by nationality:
(9619)
(1763)
(1543)
(1492)
(467)
(438)
(393)
(315)
Latest reviews:
D***** K**** D*****
(1 booking)
United States
04.07.2023
Service rating:
bad
Overall I had an unpleasant experience with the company. Miscommunication is a big part of it.
Staff rating:
bad
I was told by the agent the rental period can be extended without any additional conditions if I call before the end of the contract. It turned out this wasn't the truth. As a result I had to return the car at a different location and pay a fine
The agent could not offer a replacement car and I was left with the only opportunity of taking a taxi.
The agent could not offer a replacement car and I was left with the only opportunity of taking a taxi.
Time to pick-up/drop-off:
average
Car rating:
good
Would you recommend us:
yes
no
Albert Vandjour
(1 booking)
France
02.07.2023
Service rating:
bad
Le contrôle au départ n'a été fait que sur l'extérieur.
Le contrôle à l'arrivée a été immédiatement et seulement fait sur le siège du conducteur avec une lampe (aucun autre siège n'a été vérifié !) et il y avait une tâche invisible à l'œil nu . Pour nous il s'agit d'une "petite" arnaque à 40€ ...
Staff rating:
bad
Time to pick-up/drop-off:
average
Car rating:
good
Would you recommend us:
yes
no
Kay Darby
(over 6 bookings)
Bulgaria
18.06.2023
Service rating:
bad
the car was scratched and had marks all over it but when i returned it i was charged for a don’t that i know I didn’t do . i think top used to be a very honest and good rental company but now you are interested in ripping tourists off
Staff rating:
good
Time to pick-up/drop-off:
average
Car rating:
bad
Would you recommend us:
yes
no
Top Rent A Car:
Dear Mr. Darby,
Thank You for Your feedback!
We are sorry that You've faced inconvenience in the end of Your last rent.
As our regular customer, You know that we never charge our clients unreasonably.
When you collected your car You were given a comprehensive damage report showing all existing damages. We check the car carefully before the rental and we inform our clients about all Terms and conditions. We are always very confident in the accuracy of our damage records but as you know, when You receive the damage report You are welcome to check the car to make sure that You agree with it before You leave.
We are sincerely sorry that this rental did not exceed your expectations, as it was before, but we hope that You will use our services again and we will be able to return Your favor to us again.
Kind Regards,
Top Rent A Car 
B***** M******
(2-3 bookings)
United Kingdom
13.06.2023
Service rating:
bad
Your service ranged from Excellent to Poor…pickup excellent…problems with car and how dealt with, very poor. The car itself was excellent apart from basic tyre safety being ignored - very poor.
Staff rating:
average
Friendly and great service. Sold us extra insurance to cover all eventualities, which unfortunately, was not followed through by your technical support or customer service team. I am trying to claim back my costs for having to replace an unsafe tyre.
I appreciate that Svetoslav was very busy and under pressure when I returned my car one day early, but customer engagement seems not to be a priority for him. I had tyre problems with the car and for safety, had to renew a tyre having had this authorised by Keiro (spelling?) by phone in technical support. The problem was assumed to be mine alone by Svetoslav but I inherited the tyre problems when I picked up the car. He was off-hand and I found him to be rude. I witnessed other customers experiencing the same abrupt, unfriendly service from him.
I appreciate that Svetoslav was very busy and under pressure when I returned my car one day early, but customer engagement seems not to be a priority for him. I had tyre problems with the car and for safety, had to renew a tyre having had this authorised by Keiro (spelling?) by phone in technical support. The problem was assumed to be mine alone by Svetoslav but I inherited the tyre problems when I picked up the car. He was off-hand and I found him to be rude. I witnessed other customers experiencing the same abrupt, unfriendly service from him.
Time to pick-up/drop-off:
average
Car rating:
very bad
Check not only body-work for scratches, dents, etc but also the condition of the tyres, including the spare which was found to be unsafe for use. Replacing a tyre is not normally something I would expect to do during a 10 day rental agreement.
Would you recommend us:
yes
no
Reuven Nel
(4-5 bookings)
Israel
07.06.2023
Service rating:
bad
לצערי נאלצנו להמתין כ 2.5 שעתיים וחצי לקבלת הרכב על אף שהיתה לנו הזמנה מראש
נושא זה חייב להפטר מאחר וזה פוגע מאוד בחווית השירות שאני מקבל ואני לקוח ותיק שלכם מאוד הצטערתי
בדרך כלל רמת השירות טובה מאוד
בבקשה קחו זאת לתשומת ליבכם
ראובן
Staff rating:
good
Time to pick-up/drop-off:
average
Car rating:
good
Would you recommend us:
yes
no
Top Rent A Car:
Dear Mr. Nel,
Thank You for Your feedback!
We apologize that you had to wait during the registration - usually the process of picking the car up takes not more than 10 minutes. Indeed, our office in Sofia is the most busiest of all our offices and sometimes some of our customers, who arrive at the same time have to wait for a while. As our regular customer You know that it is not a common practice. We are striving to improve our services and we have future projects to make the process faster. We will be happy to see you soon! Kind Regards, Top rent a car
Evgenii Gromtsev
(over 6 bookings)
Bulgaria
26.04.2023
Service rating:
bad
This is not the first time I have used your company. I booked the car ten days in advance. The car was supposed to be with a navigator. However, when I came to get it, I was told that the booked car can not issue and made a replacement car. They gave me a car of the same class, but without a navigator. When I realized that the navigator in the car does not work, I came to your office two hours later. On that day, there was only one Nikolet working and I waited to ask a question for half an hour. I asked Nicoleta to give me a navigator or change the car, but she could not help me. For me it is strange not to get the requested car with an early reservation, you gave the impression of a large company with established business processes and a large fleet of cars. I indicated that I would recommend your services to friends, as the last three times were great. This rental has disappointed me and I hope you sort out the situation and set things right. And I would like to be informed in advance of a replacement car.
Staff rating:
good
When I turned the car in, the employee didn't say hello.
He's very friendly
He's very friendly
Time to pick-up/drop-off:
average
Car rating:
good
Would you recommend us:
yes
no
Top Rent A Car:
Dear Mr. Gromcev,
Thank You for Your feedback!
We are sorry to hear that not all aspects of the rent went as you planned.
We apologize for the inconvenience caused. Thank you for your signal, we will conduct a thorough review and make sure that situations like this do not happen again.
Your reviews help us improve the quality of our services day-by-day.
We hope to see you again as our customer and wish you a successful day!
Adrian Howard Chubb
(over 6 bookings)
United Kingdom
08.04.2023
Service rating:
bad
The Hyundai car I rented was fundamentally dangerous when I took the car. After 15 minutes I got a warning of underinflation in a/some tyre. The car was bouncing about and I thought the suspension was not right. I checked the tyre pressures and three of the four tyres were inflated to four times the recommended tyre pressure. The fourth tyre was slightly under the recommended level. I took the car to a tyre centre in Samovodene, near Gorna Oryohvitsa where they reduced the tyre pressures to the recommended levels and repaired the puncture to the fourth tyre. After that the car handled normally and the suspension issue was not evident. This is the first time I have had a problem with a Toprentacar hire after probably ten previous hires.
Staff rating:
good
She did note my concerns about the state of the car when I hired it
Time to pick-up/drop-off:
good
Car rating:
very bad
The tyre pressure issue made me concerned about the checks prehire as someone signed for the technical checks. My previous experience with Toprentacar has been positive
Would you recommend us:
yes
no
T***** B******* B*******
(1 booking)
Germany
07.04.2023
Service rating:
bad
Чакаме обаждане от сутринта
Нямаше 24 ч гише, не можахме да предадем лично колата и нямаше shuttle от терминал 2 до 1 днес
Staff rating:
bad
Time to pick-up/drop-off:
bad
Car rating:
good
Would you recommend us:
yes
no
Top Rent A Car:
Здравейте г-н Бишов,
Благодарим за Вашето ревю.
Винаги молим нашите клиенти да ни уведомяват предварително за точния час на вземане и връщане на автомобила за да избегнем недоразумения и нашите колеги да обслужат всеки навреме. Съжаляваме, че сте попаднали в неприятна ситуация при връщане на колата.
Моля да ни предоставите допълнителна информация по случая на имейл customer.service@toprentacar.bg. След проверка ще се свържем с Вас. Благодарим Ви!
G***** H****** H******
(over 6 bookings)
Bulgaria
06.04.2023
Service rating:
bad
Staff rating:
bad
Time to pick-up/drop-off:
good
Car rating:
bad
Would you recommend us:
yes
no
Top Rent A Car:
Здравейте г-н Христов,
Моля да ни предоставите допълнителна информация по случая на имейл customer.service@toprentacar.bg. След проверка ще се свържем с Вас.
Благодарим Ви!
Shahar Zahi Friedman
(2-3 bookings)
Israel
06.04.2023
Service rating:
bad
Guys who work in the parking lot are very rude to customers.
Also asking for ridiculous requests like whashing the car before you return it
Will not use this car rental.again and not recommend to anyone
Staff rating:
average
See my comment above. 0 rate at customer service
Time to pick-up/drop-off:
good
Car rating:
good
Tyres in very bad condition.
2021 car model usually car rental is up to 8 months car
Would you recommend us:
yes
no
Top Rent A Car:
Dear Mr. Friedman,
Thank You for your review.
We are very sorry to hear that you were unsatisfied with your rental. Thank you for the signal, we will check our staff, as the quality of customer service is very important to us.
As for the car, when booking a car on our website you may see all the technical specifications, including the year the car was manufactured and choose a model 2023 year of production.
The car you rented - VW Touareg, has excellent specifications, is equipped with a lot of extras which place it among the leaders from the premium car class.
Our technical department always thoroughly checks all cars before and after each rental, as Your safety and comfort is our top priority.
We always recommend our customers to contact us immediately if they encounter a technical problem so that we can fix it in a short time and our customers can enjoy their trip.
We look forward to having you back as our customer and hope to be able to reclaim your goodwill in future.
We wish you a successful day! 
